Director, Customer Engagement Strategy and Operations

Welcome to ServiceNow, where we are dedicated to transforming the way businesses operate and deliver services to their customers. We are seeking a highly motivated and experienced Director of Customer Engagement Strategy and Operations to join our team. In this role, you will be responsible for developing and implementing strategies to drive customer engagement and satisfaction across our global customer base. As a key leader within our organization, you will play a critical role in shaping our customer experience and driving business growth. To be successful in this role, you must have a strong background in customer engagement, operations management, and leadership. If you are a strategic thinker, passionate about customer success, and thrive in a fast-paced and dynamic environment, we want to hear from you. Develop and implement customer engagement strategies to drive satisfaction and retention across our global customer base. Create and maintain a customer engagement roadmap that aligns with business goals and objectives. Collaborate with cross-functional teams to identify and implement process improvements to enhance the overall customer experience. Lead and mentor a team of customer engagement specialists to ensure high levels of customer satisfaction. Establish and track key performance indicators (KPIs) to measure the success of the customer engagement program. Conduct regular analysis of customer data to identify trends and opportunities for improvement. Work closely with sales and account management teams to drive customer success and identify upsell opportunities. Develop and maintain strong relationships with key stakeholders at all levels of the organization. Stay updated on industry trends and best practices in customer engagement to continuously improve our strategies and processes. Act as a thought leader and advocate for customer engagement within the organization. Collaborate with marketing teams to develop campaigns and initiatives that promote customer engagement and satisfaction. Develop and manage the customer engagement budget. Ensure compliance with all relevant regulations and guidelines related to customer engagement. Provide regular updates and reports on customer engagement initiatives to senior management. Represent the company at industry events and conferences to promote our customer engagement strategies and successes. ServiceNow is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Apply tot his job